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Frequently Asked Questions

General Questions

How can I contact customer service?

Call our customer service team at (888) 975-8243 between 9am-5pm Mountain Standard Time Monday through Friday

How do I return a product?

We accept returns of any item within 30 days of purchase. Contact customer service with your receipt and/or Order ID number to return.

How do I file a warranty claim?

If you are filing a claim under the specific warranty for your product, contact customer service. You will need a copy of your receipt and/or Order ID number. We may ask you to take photos and send photos of your product in order to process the claim.

When will my items ship?

Allow for 24-48 business hours for your items to ship. If for some reason some items cannot be shipped or will take longer we will notify you and/or issue a refund.

Mattresses and Mattress Toppers

What kind of frame would you recommend I use with my mattress?

Because memory foam mattresses are heavier, it is recommended that you use a sturdy frame with a flat, evenly-supported platform. Lucid® folding platforms are a great option, as they provide even support and eliminate the need for a box spring. Similar metal platform foundations work well, as do heavy-duty wooden platforms. A platform with slats will work if the slats are strong and close together.

Do I need a box spring with a memory foam mattress?

No. As long as the bed base or frame you are using provides adequate and even support for the mattress, you do not need a box spring.

What is the smell coming from my new mattress?

Memory foam products release, or off gas, organic compounds when they decompress. This smell lasts one to four days and is safe. The flexible polyurethane foam we use to make mattresses and mattress toppers is CertiPUR-US® certified, which means the foam has been independently tested for content of materials used, physical performance, and environmental stewardship. The flexible polyurethane foam is made without prohibited phthalates, ozone depleters, CFCs, formaldehyde, mercury, lead, or heavy metals and is low emission (VOCs) for indoor air quality.

Are your mattresses and mattress toppers hypoallergenic?

Our foam products are hypoallergenic. We recommend using mattress protectors to help control environmental factors like dust and skin flakes that can contribute to asthma and other allergens.

How long should I wait to sleep on my new mattress?

Lucid® mattresses are rolled and compressed to make shipping and set up easy. Once the packaging is removed, it takes up to 48 hours for the mattress to fully decompress. If your mattress is fully decompressed after 24 hours, it will not harm the mattress to sleep on it.

How do I clean my mattress?

The mattress can be spot cleaned with mild detergent and a damp cloth. Do not soak the mattress or cover. Dab away excess moisture with a dry cloth and allow time to air dry at room temperature away from heat or light. Please review the care instructions for your mattress cover before cleaning. We suggest a waterproof mattress protector to guard against stains from fluids and spills.

How do I clean my mattress cover?

Be sure to read the care instructions for your specific mattress cover. Some covers cannot be removed and/or washed. If your cover does not have a foam insert, the zippered cover can be machine washed with mild detergent in warm water. Tumble dry on low heat below 125 degrees. If your mattress cover has a quilted foam layer, the zippered cover should not be laundered. Doing so will damage the memory foam in the cover and void the warranty.

How can I protect my mattress from spills and stains?

The best way to protect your mattress investment is a waterproof mattress protector. Lucid® offers two waterproof protectors.

How long does it take to adjust to my new mattress?

Changing to any type of new mattress takes a brief adjustment period. Memory foam mattresses are designed to properly align the spine and neck. While the adjustment period is different for everyone, it could take 1 to 3 weeks to adjust to your new mattress.

How long does it take for my mattress to expand?

It is suggested that you open and expand the mattress in the room it will be located in. After removing your mattress from the packaging, place the mattress on a flat surface in a well-ventilated room and allow 48 hours for expansion.

Can I use a Lucid® mattress on an adjustable bed base?

Our entire line of mattresses are great options for adjustable or power base beds.

Can I use a Lucid® mattress on a futon?

Yes, but that will void the warranty if you are folding the mattress for a significant period of time or if there is insufficient support. We do not suggest you use a Lucid® mattress on a futon or sofa bed.

How do I set up my new mattress?

Place the box in the room where it will reside. Remove the outer carton. Place the mattress on a flat surface in a well-ventilated room. Carefully remove the plastic wrapping, taking care not to cut the mattress or cover. Be sure the non-slip side is on the bottom. Allow mattress to expand for 48 hours.

How firm is firm?

The firmness and plushness of a mattress is subjective based on personal preferences. Firm, medium and plush mattress descriptions are based on a comparison scale of all Lucid® mattresses. Memory foam feels different from a traditional spring mattress, and it is not suggested that you expect a plush memory foam mattress to have the same firmness of a plush innerspring mattress.

Can I use a heated mattress pad or electric blanket on my mattress?

Yes, but it could void the warranty and shorten the life of your mattress for example if it goes above 125 degrees.

Does my mattress need to be rotated?

We recommend you rotate your mattress 180 degrees from head to foot (not flipped over) periodically.

How do I clean my mattress topper?

Before cleaning your mattress topper, be sure to review the care instructions for your specific topper. In most cases, the mattress topper can be spot cleaned with mild detergent and a damp cloth. Follow the on-product care tag to clean your mattress topper's cover, as not all covers are removable and/or washable. We suggest a waterproof mattress protector to guard against stains from fluids and spills.

Mattress Protectors

How do I clean my mattress protector?

Use care instructions - it is machine washable, and tumble dry no hotter 125 degrees.

Can I use a heated mattress pad or electric blanket on my mattress protector?

Yes, but it could void the warranty and melt the waterproof backing if it goes above 125 degrees.

Terms

Lucid. (the “Company”) respects the privacy of its customers, employees, business partners, and others, and strives to process personal information in accordance with the laws of the countries in which it conducts business. This global privacy and data protection policy (the “Policy”) sets forth the privacy principles that the Company follows with respect to personal information it collects, uses, and discloses globally, except to the extent the Company is required to collect, use, or disclose personal information to respond to a legal or an ethical obligation, or is expressly permitted or authorized by an applicable law, rule, or regulation to collect, use, or disclose personal information for certain purposes consistent with that law, rule, or regulation.

Scope

This Policy applies to all personal information collected, used, and disclosed by or on behalf of the Company, in any format including electronic, paper, or verbal.

Definitions

For purposes of this Policy, the following definitions shall apply:

“Agent” means any third party that collects or uses personal information under the instructions of, and solely for, the Company or to which the Company discloses personal information for use on the Company’s behalf.

“Company” means Lucid., including its subsidiaries, affiliates, predecessors, successors, and divisions, but excluding joint ventures to which the Company is a party. “Personal Information” means any information or set of information that identifies or is used by or on behalf of the Company to identify an individual. Personal Information does not include information that is encoded or anonymized, or publicly available information that has not been combined with non-public personal information. “Sensitive Personal Information” means Personal Information that reveals race, ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, information about an individual’s health or sex life, Social Security Number, drivers’ license number, or other government-issued identification number, credit or debit card number, or financial account information. In addition, the Company will treat as Sensitive Personal Information any information received from a third party where that third party treats and identifies the information as sensitive.

Privacy Policy

Necessity:

The Company collects, uses, and discloses the Personal Information necessary for identified business purposes, and retains the information in identifiable form only as long as necessary.

Choice:

The Company will offer individuals the opportunity to choose whether Personal Information about them is (a) to be disclosed to a nonagent third party, or (b) to be used for a purpose other than the purpose for which it was originally collected or subsequently authorized by the individual, or (c) to continue to be used for certain types of ongoing processing, such as ongoing commercial e-mail, facsimile, telemarketing, or direct mail communications.

For Sensitive Personal Information, the Company will give individuals the opportunity to affirmatively and explicitly consent (opt-in) to the disclosure of the information to a non-agent third party or to the use of the information for a purpose other than the purpose for which it was originally collected or subsequently authorized by the individual, except where such disclosure or secondary use is required or expressly permitted by law.

The Company will provide individuals with reasonable mechanisms to exercise their choices.

Data Integrity:

The Company will use Personal Information only in ways that are compatible with the purposes for which it was collected or subsequently authorized by the individual. The Company will take reasonable steps to ensure that Personal Information is accurate, complete, current, and relevant to its intended use.

Onward Transfer:

The Company will obtain written assurances from its agents that they will collect, use, and disclose Personal Information only as instructed by the Company, and that they will safeguard Personal Information with at least the same level of protection as is provided by this Policy as well as applicable laws, rules, regulations, and orders, and that they will require the same of any subcontractor. Where the Company has knowledge that an agent is using or disclosing Personal Information in a manner contrary to this Policy, the Company will take reasonable steps to prevent or stop the use or disclosure.

Access and Correction:

Upon request, the Company will grant individuals reasonable access to factual Personal Information that it holds about them. In addition, the Company will take reasonable steps to permit individuals to correct, amend, or delete information that is demonstrated to be factually inaccurate or incomplete.

Security:

The Company will implement reasonable administrative, physical, and technical safeguards to protect Personal Information in its possession from loss, misuse, and unauthorized access, disclosure, alteration, and destruction, and will contractually require the same of its agents. The Company will evaluate any security incident reasonably expected to involve Sensitive Personal Information or where otherwise required by law, and will report any unauthorized disclosure of Sensitive Personal Information to governmental authorities and impacted individuals as required by and in accordance with applicable laws.

Enforcement:

The Company will conduct compliance audits, reviews, and assessments of its relevant privacy practices to verify adherence to this Policy. Any employee that the Company determines is in violation of this policy will be subject to disciplinary action up to and including termination of employment.

Dispute Resolution:

Any questions or concerns regarding the use or disclosure of Personal Information should be directed to the responsible corporate official. The Company will investigate and attempt to resolve complaints and disputes regarding use and disclosure of Personal Information in accordance with the principles contained in this Policy.

Contact Information

Questions or comments regarding this Policy should be submitted to info@lucidmattress.com.

Changes to This Policy

This Policy may be amended from time to time, consistent with the requirements of applicable privacy laws, rules, regulations, and orders. The Company will take the following steps to provide notice of any changes to this Policy, such as posting a notice on its corporate website or sending communications regarding planned changes to its customers when such changes materially impact the way in which Personal Information about existing customers is used, and providing choices to existing customers regarding how Personal Information about them will be used and disclosed after the changes are implemented whenever this Policy is changed in a material way.